Job Description

Our Sales team support our customers by providing clinical information about products, educational information, clinical training programs and resources. We support healthcare providers and healthcare systems meet the goals of the patients in their communities.

At Our Company we are investing in digital, data and analytics (DD&A) as we invent for life on behalf of patients around the world. We are seeking those who have a passion for using data, analytics, and insights to unearth powerful insights, to drive decision making, and to create customer experiences that will allow us to tackle some of the world’s greatest health threats. Within HH DD&A, we are transforming to bring the customer deeper into our thinking and our actions, across our Human Health organization.

The Opportunity

The Customer Experience Specialist is a key role that will contribute to building a best-in-class CX capability within our Human Health Digital Data and Analytics organization. This person will be key to creating and measuring customer experiences using innovative CX methods, data and analytics and technology to help provide and demonstrate value to our diverse customers and stakeholders, and to our business.

The Role

This role bridges customer experience strategy, measurement, and capability operationalization efforts:

You are a data-forward sensemaking strategist - you are skilled at synthesizing and finding human insights in quantitative and qualitative data. Your understanding of data and research allows you to use multiple data sources to help our teams see the ‘full picture’ – the system in which multiple players co-exist and our role within it. Your experience will help colleagues across functions get to actionable insights that help identify and improve the experience of our customers when navigating interactions with our organization and within the broader healthcare ecosystem.

You are also a customer-centric measurement expert - you have a passion for and deep experience in providing recommendations and approaches which help us create and measure differentiating customer experiences. You know the difference between engagement and CX metrics, when to use which and why, and can clearly communicate the distinction. You are well-versed in traditional measurement approaches and are on the cutting edge of emerging, technology enabled methods. You know how to create measurement and data strategy plans that yield insights for application.

Finally, you are a leader for building and scaling transformation - you have proven experience in helping global organizations measure and optimize the customer experience and the natural ability to communicate the impact of our efforts at multiple levels in our organization.

What you’ll be doing:

Building on the roadmap you will lead, and using the tools available to you, you will work with regions and markets to evaluate the performance of our marketing strategy and execution based on the value it provides our customers.

You will gather feedback from customers using CX methodologies (such as CSAT, NPS, customer churn rate, and purchase and retention loyalty). You will be an expert in understanding the opportunities presented by data and technology to better validate and predict the value that customers gain from their interactions with our brands and business across different stages of the customer journey. You use this evidence to continue to optimize and bring intelligence to our customer journeys, ensuring data is captured in the right way and can be used to determine the right path of action to meet customer needs.

You will work with regions and markets to ensure that we create consistency in how we measure and evaluate the voice of the customer. Your partners are highly skilled researchers, data analytics and science practitioners with whom you will work to support the needs of our markets.

You will work with Marketing Technologists and IT to make strategic choices around our CX management decisions and our internal and partner solutions, and you’ll identify how these connect with other elements of our martech. You are conversant in technology and a specialist in the tech landscape designed to help global enterprises get closer to understand and acting on customer needs across the customer journey. You’ve been instrumental to business requirements that have supporting data, digital and IT functions to make technology choices that you and others actively need to do your work.

Your experience allows you to identify with the skills and practices of multi-disciplinary and cross-functional teams who will use insights to design the optimal customer experience. You will have experience in being part of teams comprising digital marketers, data analysts, creative and media planners and experience designers. You understand the processes, the practices and the lexicon and are seen as the glue in bringing diverse teams together around customer data and insight.

You are key to building a learning network within our organization – focused on the customer, their needs and a deep, ever-evolving understanding of how we provide value to them across all touchpoints represented by different functional areas within our business. Your expertise will be key to breaking down siloes and unifying teams around the customer, whilst being aware and complying with the regulations in all environments in which we operate.

You will contribute regularly to our CX Community of Practice.

Your profile: Your personality means you’re comfortable wearing multiple hats!

• Intellectually curious, you are not afraid to be provocative and challenge the status quo.

• Experimenter: you can take calculated risks because you do so within a proven experimentation framework that tests your assumptions with rigor and robustness.

• A creative thinker and problem solver – you have multiple tried and tested techniques in your toolkit that you use to get to potential ideas and solutions to customer and business problems and opportunities.

• The data is what matters to you – it helps you make decisions and draw insights and conclusions.

• Teacher and coach: you thrive on helping others learn.

• Ability to articulate what great experience looks like and encapsulate how this applies practically to the work of diverse internal stakeholders.

• Innate ability to make the complex, simple.

• Excellent presentation, negotiation, interpersonal and communication skills (verbal & written).

• Strong storytelling ability.

• Thrives in data-driven, collaborative, fast-paced organizations.

• Driving change and having the fortitude to move mindsets excites you.

Education:

• High School Degree.

Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.

#Data2020

Who we are …

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Attention NJ Applicants: In April 2020, our Company announced plans to consolidate our New Jersey campuses into a single New Jersey headquarters location in Rahway, NJ in 2023 and 2024. Therefore, this role will be temporarily based in Kenilworth, NJ and exact timing of the departmental move to Rahway, NJ will be communicated at a future date.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

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Expected salary range:

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Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

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Requisition ID:R240572